1. Description of TicTac customer support services
TicTac is obligated to provide the Customer with Helpdesk Services as specified in the applicable Contract, Order Form or SOW. Customers may contact the TicTac helpdesk between 8am-5pm (CET) by sending a mail or using the helpdesk support form which is fully integrated with TicTac’s ticket management system. The details and response times relating to the customer support services are defined below. The SLA times only apply to ticket logged with the technical support (Support ticket). For avoidance of doubt, there are no SLAs applicable to tickets related to finance webform or the customer success webform.
2. Support Services Definitions
“Business Hours” is defined as the operating hours of 8am – 5pm (excluding public holidays and weekends) in the Central Europe Time zone (CET).
“ETA” means the estimated length of time it will take to address the Incident via the deployment of mitigation procedures.
“First Response” means the period between the time when the Incident was reported in full and the time when an acknowledgment via ticket was made by any of TicTac’s personnel.
“Resolution time” means the time it takes to fully recover from the reported issue according to the Customer’s expectations.
“Incident” means any incorrect functioning of the Services which results in the failure of the Services to operate in full compliance with the standards set out in the Agreement.
“Product” means the service the customer receives from TicTac according to the contract.
“Support Request” means any support ticket reporting.
3. Incident Descriptions and Response times
The customer shall perform a self-diagnosis of each incident and make a recommendation to TicTac with regard to the severity level of that Incident at the time of reporting the Incident. TicTac may re-categorize any incident based on additional information. Prior to reporting an Incident, the Customer will have investigated and eliminated any internet or environment issues arising from its equipment, or for which it has responsibility (e.g. internet connectivity). If the customer has bought TicTac support as part of the reseller agreement for Docebo products, all issues should be raised with TicTac customer support. Escalations will be handled with Docebo through the TicTac helpdesk.
Table 1 - SLA Targets and Severity Description
| Severity | Description | First Response | Resolution time |
| Urgent* | Critical production issues affecting all users, including system unavailability, with no feasible workaround available | 2 Business hours | 5 hours** |
| High | A persistent issue that affects the majority of users and/or core functionality. Causes significant performance degradation. No reasonable workaround is available. | 2 Business hours | no commitment |
| Normal | Errors in functionality within the application. Workarounds are available. Affecting a moderate number of users. | 2 Business hours | no commitment |
| Low | General inquiries or questions on the use of the application. Cosmetic errors or incidents which otherwise do not require immediate attention or rare errors that appear during unusual conditions or are otherwise unlikely in normal use. | 2 Business hours | no commitment |
*Notes:
1. Urgent severity applies only to issues submitted via the support services web form and confirmed as severity “Urgent” by TicTac and if necessary, the subcontractor providing the solution, under the assumption that the conditions of the definition of any Urgent Incident are met as outlined in Table 1
2. This Table applies only to Production Services (it does not apply to any Demo or Sandbox environments) and only to tickets submitted through the TicTac Helpdesk web form which can be accessed from here:
https://tictachelp.zendesk.com/hc/en-us/requests/new
For the avoidance of doubt, tickets submitted by mail or other channels are excluded from this metric.
**Notes
1. Resolution times apply to Docebo-provided services and are valid after a request is confirmed to be severity category “Urgent” by Docebo.
4. Support Requests and Incident Response Procedures
1. Support Requests
The following information should be provided in any Support Request to address Incidents:
1) The type of product and the product category that the ticket refers to.
2) A detailed description of the issue, with as much reasonable detail as
can be provided with reference to the problem in a clear step-by-step
3) If applicable, the platform or portal where the issue is occurring.
4) The error message provided,
5) Steps necessary, if known, to reproduce the error.
6) Customer’s main contact person, usually the Customer’s system administrators or key users for the product
7) The user(s) that are affected by the issue.
8) Any applicable screenshots or video captures.
Support Requests lacking this information might not be categorized correctly which could imply additional time in handling and cause SLA times to not be achieved as outlined previously.
2. Proactive detection of potential issues
TicTac continuously monitors the services it provides directly or as a reseller. This includes the availability monitoring of services and platforms as well as vendor announcements on possible service degradation or outages. Depending on the extent and severity of the issue, TicTac may initiate communication with the Customer once a potential issue is confirmed by TicTac and/or its subcontractors and starts proactively to work on the issue.
3. Customer’s General Responsibilities
The Customer understands and acknowledges that TicTac must be able to diagnose, troubleshoot and reproduce errors in order to resolve them. Therefore, the Customer agrees to cooperate and work closely with TicTac in any activities supporting the resolution of the issue. Depending on the nature of the case, End Users may be required to provide remote access to their account and/or desktop for troubleshooting purposes. With respect to Support Services, the Customer agrees that it will cooperate with TicTac. The customer is responsible for:
1) documenting and reporting errors promptly.
2) providing sufficient information for TicTac to investigate and/or reproduce the error.
3) assess the situation and undertake any needed or appropriate corrective action.
4) following the guidance and suggestions from TicTac regarding use, maintenance,
upgrades, repairs, workarounds, or other related matters.
5) have a contact person available with adequate expertise to support TicTac throughout the lifetime of the issue.
6) providing TicTac and its subcontractor(s) with reasonable access to the platform(s) during Business Hours
7) carrying out procedures necessary to test the rectification of the reported errors or malfunctions within a reasonable time after such procedures have been received from TicTac or its subcontractors.
5. Customer Environment Access
TicTac and its subcontractors may also request access to the Customer platform. If the Customer authorizes access to the Customer’s environment, systems, or platforms in order for TicTac to provide support services as described, TicTac and its subcontractors shall comply with any Customer-specific rules, regulations, internal controls, procedures, and instructions relating to such access, including the safe handling of sensitive and/or confidential information. TicTac and its subcontractors may not access or view Customer Data (including any personal data) or Customer Confidential Information except to the limited extent necessary to provide the agreed support services. The customer shall have the right to monitor any access to its environments, systems, or platforms.
In order to allow access, the Customer may require that TicTac and its subcontractors identify by name the individuals that will have access to the Customer’s environment, systems, or platforms. The Customer has the right to deny any person access whom the Customer, in its reasonable discretion, deems unsuitable for such access.
6. Exclusions
Tasks that are not related to any issues impairing the product do not fall under the normal support services and TicTac reserves the right to invoice any consultancy work separately if not agreed otherwise in the Contract, Order form, or SOW. TicTac will always inform the customer beforehand if extra costs apply.
Issues that arise in the following categories are not Incidents:
1) support to third-party authoring tools not provided or managed by TicTac,
2) support to a third-party system or platform integration, where the integration is not developed or managed by TicTac,
3) support in troubleshooting e-learning content packages built with third-party authoring tools and not developed by TicTac
4) custom-built authentication methods between the Customer platform and other Customer-owned services where such method is built by or on behalf of the Customer (other than by TicTac) and is not maintained by TicTac or its subcontractors.
5) tasks such as user import or administration, and editing of learning content after it has been received as part of a project and has been accepted by the customer.
7. Service Availability
TicTac guarantees service availability for all products developed and maintained. The availability is 99,90%
For products where TicTac acts as Reseller, the vendor's Service Availability calculations are applicable.